Contact Centre Research

Average Handling Time is not an Agent Target in 41% of Contact Centres

Published On: 1st Apr 2015 10:08

As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time Sample size – 170 Date – January 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Average Handling Time is not an Agent Target in 41% of Contact Centres

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